Aftercare Specialist

The Aftercare Specialist will be responsible for providing ongoing support and guidance to customers after the installation of their home generators. This role focuses on fostering long-term relationships, ensuring customers are fully satisfied with their products, troubleshooting any issues, and providing expert advice on maintenance, upgrades, and repairs. The Aftercare Specialist will act as a trusted point of contact for all post-purchase inquiries and concerns.

Essential Duties and Responsibilities:

The essential functions include, but are not limited to the following:

Customer Support:

• Serve as the primary point of contact for customers after the installation of their home generator.

• Address customer inquiries and resolve issues related to the generator’s performance, maintenance, and operational troubleshooting.

Product Education and Training:

• Educate customers on proper use, care, and maintenance of their home generators to ensure optimal performance.

• Provide clear instructions and guidance on how to operate their generator efficiently and safely.

Troubleshooting and Problem Resolution:

• Diagnose and resolve technical issues, either remotely or by coordinating service visits, to ensure customer satisfaction.

• Work closely with the technical support and service teams to address any issues that require expert intervention.

Preventative Maintenance Coordination:

• Schedule and track regular maintenance services to ensure customers' generators are always in top working condition.

• Educate customers about the importance of scheduled maintenance and ensure they follow through with recommended servicing.

Customer Feedback and Relationship Management:

• Gather customer feedback to identify areas for improvement and relay this information to relevant departments.

• Build and maintain positive customer relationships, fostering loyalty and ensuring continued satisfaction with their purchase.

Warranty and Repairs:

• Assist customers in understanding their warranty coverage and process for repairs or replacements, ensuring a smooth and efficient experience.

• Work with the customer service and repair teams to coordinate warranty claims and service work as needed.

Documentation and Reporting:

• Maintain accurate records of customer interactions, issues, and resolutions in the company’s CRM system.

• Report on trends in customer concerns and recommend process improvements based on feedback and experience.

Skills and Qualifications:

• High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).

• 2 years of experience in customer service or technical support, ideally in the home appliance, energy, or generator industry.

• Strong problem-solving skills and technical aptitude, with the ability to diagnose and address customer concerns effectively.

• Excellent verbal and written communication skills, with the ability to explain complex technical information to non-expert customers.

• Ability to build and maintain positive relationships with customers.

• Strong attention to detail and organizational skills.

• Ability to work independently and manage multiple tasks in a fast-paced environment.

• Experience with CRM software or customer support tools (preferred).

• Patient, empathetic, and customer-focused approach.

• Strong troubleshooting and technical skills.

• Excellent communication and interpersonal abilities.

• Self-motivated and proactive with the ability to take initiative.

• Strong time management and organizational skills.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit and stand for extended periods.

• Manual dexterity to operate a computer and other office equipment.

• Must be able to lift up to 15 pounds at a time.

• Vision and hearing acuity to perform job duties effectively.

Job Type: Full-time

Pay: $17.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• Monday to Friday
• On call
• Overtime

Ability to Commute:

• Greensboro, NC 27410 (Required)

Ability to Relocate:

• Greensboro, NC 27410: Relocate before starting work (Required)

Work Location: In person

Salary : $17 - $22